Account Director
Job Summary
Job Description
Insider, a B2B SaaS company, is seeking an Account Director to drive growth for its clients. The role involves managing a portfolio of existing accounts, focusing on retention and identifying upsell/cross-sell opportunities. Key responsibilities include proactively owning renewals with the Customer Success team, forecasting performance, negotiating deals and contracts, and participating in stakeholder meetings. The Account Director will discover strategic customer needs, analyze stakeholder mapping, ensure customer success realization, and achieve customer advocacy goals. A strategic thinker with strong communication and project management skills is required, along with experience in a fast-paced, high-growth environment and building relationships with senior customer executives.
Must have:
- 7+ years experience in SaaS Customer Success, Account Management, or Sales
- Excellent oral and written communication skills
- Proven track record of sales and persuasive skills
- Self-motivated and tech-savvy
- Strong passion for client care
- Experience negotiating and navigating contracts
- Excellent presentation skills
- Ability to build relationships with senior customer executives
Good to have:
- Experience in a team selling environment
- Passion for testing, measuring, and improving outreach
Perks:
- Healthy Monday breakfasts, occasional lunches, and afternoon snacks
- Coffee and tea
- Weekly team events/drinks
- Private medical care
- International, diverse, and inclusive environment
- Opportunity to gain a global network
- Shareowner System
- Opportunity to shape the future of customer experience
- Access to hard and soft skills training
- Access to 16,000+ LinkedIn Learning courses
- Opportunity to share skills through training and workshops
- Fun team activities
- No Dress Code
9 skills required
Job Details
Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.
We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.
Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.
When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
First things first: What is this role about?
We’re underdogs who believe in the power of actions more than anything. Our sales pros are conversation starters, network builders, and noisemakers. Being a part of our sales team requires a great set of skills, such as relationship building, consulting, strategic thinking, and creating a robust sales pipeline. So we asked our team of sales pros to tell us what their day-to-day is really like and, in a nutshell, this is what they told us.
Job Description
- Own a portfolio of existing accounts and take responsibility for their retention and growth.
- Identify upsell and cross sell opportunities within existing accounts.
- Proactively own renewals in accounts in cooperation with the Customer Success team.
- Succeed in a team selling environment for maximum account penetration and coverage.
- Consistently forecast monthly and quarterly performance.
- Negotiate deals and contracts at various levels within the targeted account, with primary focus/importance on “C” and enterprise level negotiations.
- Participating in meetings with key stakeholders starting from onboarding kick-off and Business Review meetings.
- Discovering strategic needs and direction of the customers, setting goals and objectives with a customer that will enable the teams to drive business impact.
- Analyzing stakeholder mapping and setting overall strategy to capture right frequency in touchpoints.
- Taking ownership of renewal success and strategy to achieve key commercial/contractual targets.
- Ensuring Customer Success realization is achieved and recognized across key stakeholders and reaching NPS targets ensuring best customer experience and success recognition.
- Achieving customer advocacy goals with the marketing team with success stories, and testimonials.
- Monitoring market trends and industry analysis to nurture key stakeholders aligned with Insider Product and Strategic Roadmap execution.
Requirements
- 7+ year experience in Customer Success Management, Account Management, or Sales, ideally in SaaS.
- Proven oral and written communication abilities, positive and energetic phone skills, and exquisite listening skills. Alas, we’ve got clients all over the world!
- Proven track record of using sales & persuasive skills.
- To be a self-motivated and savvy tech bug, always in search of savvy solutions and ideas to improve our relationship with our clients.
- To cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our around the clock support.
- Passion for testing, measuring, and improving outreach and follow up effectiveness.
- Strong communication skills in both writing and speaking (English).
- High sense of responsibility and accountability.
- A strategic thinker with excellent project and time management skills.
- Experience negotiating and navigating contracts and legal discussions.
- Thrives in a fast-paced, high growth, rapidly changing environment.
- Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
- Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Marketing Executives, IT management, Database administrators, and Data Scientist).
- Proven track record of building relationships and need discovery with senior customer executives in large or highly strategic accounts,
- Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)
- Mens sana in corpore sano! You’ll enjoy delicious and healthy Monday breakfasts, occasional lunches, and afternoon snacks. Plus coffee and tea handy!
- We are all about our culture & building relationships! Expect a weekly team event / drinks with Insiders :)
- Vitality - covering for your private medical care.
- a chance to work in an international, diverse, and inclusive environment,
- access and opportunity to gain a limitless network all over the globe,
- a chance to become a Shareowner with the "Shareowner System" that we offer to all Insiders who meet certain criteria,
- to be part of an industry that’s shaping the future of customer experience
- access to many hard and soft skills pieces of training to help you improve and challenge yourself,
- access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
- space to share your skills through training sessions and workshops if you wish. Sharing is caring!
- the infamous team activities that are bursting with fun,
- no Dress Code!
Was this position made for you?
So let’s talk! We’re curious bugs and we can’t wait to get to know you.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
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